# SAP Customer Experience Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about SAP Customer Experience Software - reviews, pricing plans, popular comparisons to other Customer Service products and more.

Source: https://www.capterra.com/p/77372/sap-crm

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# 

 SAP Customer Experience Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

SAP Customer Experience

## What is SAP Customer Experience?

Make the most of relationships with customers by capitalizing on customer insight, improving front-line efficiency and effectiveness,streamlining critical business processes across and beyond customer touch points, and quickly adapting to changing business and customer needs.

## What is SAP Customer Experience used for?

[CRM](https://www.capterra.com/customer-relationship-management-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Customer Experience](https://www.capterra.com/customer-experience-software/)

Top alternative

Featured

Overall rating

Based on 245 user reviews

Reviews sentiment

Positive

84%

Neutral

11%

Negative

4%

Pros & cons

Comprehensive client management tools

Robust customer service features

Complex and unintuitive interface

Starting price

$58

Per User, Per Month

Free trial  
available

Capterra Shortlist charts the highest-rated and most popular products...

Our "Best of" badge program showcases products with the highest ratings...

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Do you work for SAP Customer Experience?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.sap.com/products/crm.html&name=SAP Customer Experience)

## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### SAP Customer Experience

4.3 (245)

VS.

[4.4 (18,766)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Starting Price

$58

Per User, Per Month

Starting Price

$25

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

3.8 (243)

Ease Of Use

4.0 (18,101)

Value For Money

4.0 (173)

Value For Money

4.0 (12,790)

Customer Service

4.2 (182)

Customer Service

4.1 (14,022)

## SAP Customer Experience alternatives

[4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

[4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting price

$25.00

Per User, Per Month

Highest Rated

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

[4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

[View all alternatives](https://www.capterra.com/p/77372/SAP-CRM/alternatives/)

## Pros and Cons

Comprehensive client management tools

87% positive reviews out of 86

Most reviewers describe client support as enabling efficient tracking, real-time updates, and personalized customer interactions across multiple channels.

Fatture R

Digital Marketer, 201 - 500 employees.

"SAP Customer has the valuable ticketing measures, where immediate customer assistance is something offered."

Complex and unintuitive interface

52% negative reviews out of 54

Some reviewers indicate ease of use is hindered by confusing menus, steep learning curve, and unintuitive navigation.

Jillanie J

Freelancer, 1 employee.

"The User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand"

Robust customer service features

83% positive reviews out of 24

Most users report customer support offers effective case management, quick access to information, and responsive technical assistance.

Lundi L

Customer Service, 501 - 1,000 employees.

"SAP is one of the best tool to use on customer service and it gives clear understanding of whats going on on the account as it give you the error messages when something went wrong."

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Reporting/Analytics

4.7 (23)

65.22% of 23 reviewers that rated this feature as important or highly important

View and track pertinent metrics to find patterns and gain insights from data

Email Management

4.3 (20)

55.00% of 20 reviewers that rated this feature as important or highly important

Manage, store and organize emails within the system or via third-party apps

Contact Management

4.3 (18)

72.22% of 18 reviewers that rated this feature as important or highly important

Manage, organize, and store contact information

Lead Management

4.4 (16)

56.25% of 16 reviewers that rated this feature as important or highly important

Store information about leads or contacts and track, manage and nurture them throughout the sales process

Customer Database

4.8 (14)

71.43% of 14 reviewers that rated this feature as important or highly important

A collection of customer information such as contact details, demographics, previous interactions, etc.

Support Ticket Management

4.7 (14)

64.29% of 14 reviewers that rated this feature as important or highly important

Allow customers/users to submit support queries and service requests

SAP Customer Experience 35 features

Application programming interface that allows for integration with other systems/databases

Tickets are automatically assigned to specific agents based on predefined rules

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Plan and strategize marketing campaigns

Manage various distribution channels, build relations with channel partners, and track their performance

Manage contact details and communication with clients

Manage and track all internal and external communication conducted via calls, email, text, or chat

Manage, organize, and store contact information

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Track customer complaints from initiation through resolution

A collection of customer information such as contact details, demographics, previous interactions, etc.

Access previous interactions or concerns to maintain customer relationships

Manage, store and organize emails within the system or via third-party apps

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Intended to be used by insurers

Primarily serving startup companies

Form predictions based on past and present data/trends

Track interaction history by documenting conversations for contacts

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Manage the process of attracting and converting business prospects into leads

Store information about leads or contacts and track, manage and nurture them throughout the sales process

Score a lead on their quality or likelihood to buy based on certain behaviors

Divide leads into buckets based on predefined criteria and routing rules

Ability to chat online in real time

Automate workflows and trigger campaigns based on customer actions

Access software remotely via mobile devices

Manage multiple campaigns in one system

Collect information from multiple sources

Track the progress of long term goals, campaigns, and opportunities, for sales, projects, business ventures etc.

View and track pertinent metrics to find patterns and gain insights from data

Monitor conversion rates and analyze effectiveness and profitability of marketing efforts

Plan daily routes to optimize employee scheduling and provide directions

Pipeline view and tracking lead status

Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc.

Allow customers/users to submit support queries and service requests

Get Advice

We can help you find the software with the features you need.

Features

4.2 (242)

4.2

Based on 242 reviews

## Pricing

Value for money

4.0 (173)

Free Trial

Basic

$58.00

Per User,Per Month

Value for money

4.0 (173)

4.0

Based on 173 reviews

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## Support, customer service and training options

Customer Service

4.2 (182)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.2 (182)

4.2

Based on 182 reviews

## User reviews

Overall rating

4.3

Based on 245 reviews

Filter by rating

5(118)

4(82)

3(33)

2(7)

1(5)

Mentioned topic

Sorted by most recent

India C.

Benefits Verification Rep

Hospital & Health Care

### "Enhances the customer experience "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

9/10

May 31, 2025

Pros

Makes the customer service experience more personal and efficient. Gives the customer a great experience.

Cons

The software is easy to use but would like a better look and layout. There’s no confusion on how to use it but the appearance could be improved.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

RC

Regina C.

Process Analyst

Financial Services

### "Great experience "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

April 25, 2025

It was a good experience be use it makes your work processes simplified and have various capabilities

Pros

It is a system that allows you to respond to customers and well as process disputes

Cons

There was nothing that I didn’t like, it just took some flexibility to learn a new system compared to what I was used to

Switched from

[Mainframe Security Suite](https://www.capterra.com/p/170922/CA-Data-Content-Discovery/)

It was not my decision . The company decided to switch to a more modern system

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

WE

WILLIAM E.

QA Specialist

Biotechnology

### "SAP Customer Review"

3.0

Overall Rating

3.0

3.0

Ease of Use

2.0

2.0

Features

2.0

2.0

Customer Service

3.0

3.0

Likelihood to Recommend

3/10

April 10, 2025

My experience with this software has been largely frustrating due to its useless complexity and inability to adapt that complexity for use in simpler applications.

Pros

SAP gets the job done. It successfully helps manage supply chain and logistics.

Cons

SAP seems needlessly complex for the applications I utilize it for. User friendly is not a term that comes to mind when thinking of this software.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Ajay N.

Material Management

Mechanical or Industrial Engineering

### "Sap CX add-ons "

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

March 7, 2025

It is better version of SAP CRM system service of SAP team. As data is on cloud it's waiting time is very less. Also it is not too complicated to use.

Pros

Ease with which average customer is able to connect to the Company for order , sales and services.

Cons

Still it is bot old fashioned, compared to sales orders options available, like simplicity of data entry.

Switched from

[SAP Product Lifecycle Management](https://www.capterra.com/p/77376/SAP-PLM/)

Less processing time as data is stored on cloud.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

NT

NUICA T.

Accounts payable

Accounting

### "Generous storage space"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

9/10

February 12, 2025

I am very satisfied with the way it works, it helps me a lot in my daily activities

Pros

Great connectivity, generous storage space, friendly interface, does not get stuck, intuitive functions

Cons

it is one of the programs that works well, maybe other functions should be considered to generate more complex reports

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

SV

Sharrell V.

Accounts Receivable

Media Production

### "SAP the good and the bad"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

6/10

September 26, 2024

Once I learned it it was good. It also gives you an extra marketable skill for the future.

Pros

Once you learn how to use it it is a great tool for customer service and data.

Cons

There is a definite learning curve to "getting it". That can be frustrating. Also I have been advised several times that others cant interface with anyone who uses uit.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

JF

Jon F.

Manager

Computer Software

### "SAP CX is a beast"

5.0

Overall Rating

5.0

5.0

Ease of Use

3.0

3.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

September 21, 2024

Overall with a correct strategy and strong understanding of the sap customer experience suite we have been able to deliver value to clients.

Pros

SAP Customer Experience when integrated and implemented properly is incredible.

Cons

The cost and implementation challenges can be costly and difficult.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

AT

Anjum T.

BI Engineer

Information Technology and Services

### "New but Innovative"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

9/10

August 25, 2024

Pros

Really easy to use and interactive CRM. Does the job really good.

Cons

Needs new features and constant updates. Not that widely used.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

DR

David R.

Operations Manager

Banking

### "All the data we need to improve customer experiences"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

8/10

May 3, 2024

Pros

Ease of use, Cloud based so no impact on local storage capacity. "Intelligent" information which proved highly effective

Cons

All positives experiences to date using this tool

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

FR

Fatture R.

Digital Marketer

Food & Beverages

### "Satisfactory Customer Help from SAP Customer"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

April 22, 2024

Pros

SAP Customer has the valuable ticketing measures, where immediate customer assistance is something offered.

Cons

SAP Customer is conventional and it makes an immediate and impressive facilitation.

Switched from

[The Customer Factor](https://www.capterra.com/p/119405/The-Customer-Factor/)

[XM for Customer Experience](https://www.capterra.com/p/152924/Customer-Frontlines/)

[Netcore Customer Engagement](https://www.capterra.com/p/231034/Netcore-Cloud/)

[Custellence](https://www.capterra.com/p/166696/Custellence/)

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/77372/SAP-CRM/reviews/)

Popular comparisons

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